The help centre
Frequently Asked Questions
The questions pet owners, groomers and vet practices ask us most often — grouped by topic so you can scan straight to what you need.
The basics
About the products
Where they're made, what's in them, and the safety questions we're asked every week.
Where are Dermagic products made?
All Dermagic products are formulated and manufactured in the USA using US-produced ingredients. Dermagic Europe is the official EU distributor, shipping the same authentic Dermagic range from our warehouse in Ireland.What ingredients are in Dermagic products?
Certified-organic whole-leaf aloe vera gel, vitamin E, organic shea butter, beeswax, therapeutic essential oils and plant oils. No perfumes, no SLS, no artificial colours, no harsh chemicals — formulas are pH-balanced for dogs and cats.Are Dermagic products safe for cats?
Yes. Dermagic skin-care formulas are gentle enough for cats and kittens, and we use no essential oils at concentrations known to be problematic for them. As with any topical, introduce a small area first and watch for sensitivity.Are Dermagic products safe if my pet licks the area?
Yes — every Dermagic product is safe if a small amount is ingested through grooming. We still recommend covering the treated area with a t-shirt or sock during the first hour so the product can do its work on the skin rather than be licked away.Can I use my own shampoo on my dog?
Please don't use a shampoo formulated for humans. Human skin is mildly acidic (pH 4-7) while a dog's coat sits in the alkaline range (pH 7-7.5), so human shampoo strips the protective oils and can trigger itching, dandruff and hot spots. Dermagic's pet shampoos are pH-balanced for dogs.
How the routine works
Using the Dermagic System
The four-step routine, timing expectations, and how it fits alongside anything your vet has already prescribed.
What is the Dermagic System?
A four-step routine to clear pet skin disease regardless of cause: 1) bathe and condition with our shampoo and conditioner, 2) apply Hot Spot Lotion daily to affected areas, 3) follow with Hot Spot Salve on any stubborn patches, 4) finish with Cell Restoration Crème as new skin returns. Most pets show clear improvement within two weeks. See Using Dermagic for the full walkthrough.How long until I see results?
Most owners notice the itching and inflammation easing within a few days, and visible skin and coat improvement within two weeks. Stubborn or chronic cases can take 4-6 weeks for full recovery — keep going, the system is designed to work alongside your pet's normal healing.How much product should I apply?
Treat it like a hand cream — start with a small amount and add more until the irritated area is fully covered. There's no exact dose. Massage gently into the skin so it absorbs rather than sitting on the coat.Why do you suggest a t-shirt or sock during treatment?
So the product stays on the skin. Dermagic is safe if licked, but it works far faster from the outside in. A light t-shirt for the body or a baby sock for a paw keeps the area covered for the first hour after application.Can I use Dermagic alongside medication from my vet?
Yes — Dermagic is a topical skin-care range, not a medicine, and customers regularly use it alongside vet-prescribed antibiotics, steroids and flea treatments. If your pet is on a specific protocol, mention Dermagic to your vet so timing of applications can be planned.
What to reach for
Conditions we help with
The specific conditions Dermagic is best-known for and which product from the range each one calls for.
Can Dermagic help with allergies?
No skin-care product can cure an underlying allergy — that needs your vet. What Dermagic does is break the itching-and-scratching cycle that allergies trigger, which is what opens the skin to hot spots, infection and hair loss. Most owners with allergic pets start with the Dermagic System.What is a hot spot, and which product treats it?
A hot spot is a moist, inflamed patch of skin — usually caused by self-trauma from biting or scratching at something itchy. For most cases reach for Hot Spot Lotion (good penetration through fur); for bare, persistent patches use Hot Spot Salve (more lanolin, better adhesion to bare skin).My dog has bad dandruff — what should I use?
Dead Sea Anti-Dandruff Salt Scrub before bathing. Wet the coat, massage a handful into the fur for a minute or two, then shampoo and rinse as normal. The salt scrub rebalances the skin pH and lifts away the flakes — most owners see a dramatic difference after one wash.Can Dermagic help with black-skin disease or alopecia X?
Yes — many customers come to us specifically for alopecia X. The protocol pairs the Skin Rescue Lotion with consistent grooming. We have a long-form guide at the Black Skin Disease page, and the product finder will surface the right starter products.
Where and when
Shipping, delivery and duties
Rates across the EU, the UK and worldwide, delivery times, tracking, and the honest answer on customs for non-EU orders.
Where do you ship to?
Across the EU, plus the UK, Switzerland, Norway, the Channel Islands, the Isle of Man and worldwide via DHL Express or UPS tracked. The carrier is chosen at dispatch based on your destination. The full country list is shown at checkout — if you don't see your country, please contact us.How much is shipping?
EU orders ship at a flat €9.99 via DHL Express or UPS tracked. The UK, Canary Islands, Malta, Switzerland, Norway and the rest of the world ship at a flat €45. See the Postage & Shipping page for the full breakdown.How long will my order take to arrive?
We dispatch every order within two working days. EU deliveries arrive within 5-7 days, and international (including UK) within 7-10 days. You'll receive a tracking number by email — with the carrier (DHL or UPS) named — as soon as your parcel leaves our warehouse.Can I track my order?
Yes. As soon as your order is dispatched you'll receive a tracking email with the carrier (DHL or UPS) and tracking number. You can also see your order status by signing in to your account and opening the Orders page.I'm in the UK — why am I being charged in euros?
Dermagic Europe operates a single euro-priced storefront for all customers outside the EU shipping zone, including the UK. Your card issuer will convert at their current GBP/EUR rate. UK orders ship at the worldwide €45 flat rate via DHL Express or UPS tracked.Will I have to pay customs duty or VAT on delivery?
Orders inside the EU are delivered with no further charges. Orders to the UK, Channel Islands, Isle of Man, Switzerland, Norway and other non-EU destinations may be subject to local VAT and import duty collected by your customs authority on delivery — these are not included in the order total.Can I change or cancel my order after placing it?
If you contact us within a few hours of ordering we can usually amend or cancel before the parcel is packed. Once the shipping label has been generated we can't change the contents — the fastest route is to receive the order and return any items you don't need.
If something isn't right
Returns and refunds
How to return an item, when your refund lands, and what to do if the parcel arrives damaged or wrong.
What is your returns policy?
You can return any item in new, unopened condition with original packaging within 14 days of receipt for a refund or exchange. Outbound shipping is non-refundable, and return shipping is the buyer's responsibility unless the item is faulty.How do I return an item?
Email customerservice@dermagic.eu first so we know to expect the parcel, then post the item(s) to: Dermagic Europe, IDA Industrial Estate, Cleaboy Business Park, Waterford X91 EH5N, Ireland. Keep your tracking receipt — it's your proof of return.When will I receive my refund?
Once we receive and inspect the returned item, we issue the refund to your original payment method within 14 days. Most customers see it on their statement within 3-5 working days after that, depending on their card issuer.What if my order arrives damaged or wrong?
Email customerservice@dermagic.eu within 7 days with your order number and a photo of the damage or the incorrect item. We'll arrange a replacement or refund without you having to return the item in most cases.
Your customer account
Accounts and pet profiles
Whether you need one to check out, what pet profiles are for, and how to reset your password.
Do I need to create an account to place an order?
No — you can check out as a guest. Creating an account is optional but it lets you track orders, save delivery addresses, manage pet profiles and reorder favourites faster.What are pet profiles?
Pet profiles let you save each pet's name, breed, age, weight and any skin or coat issues, plus an ongoing journal where you can log photos and notes as their condition improves. They live inside your customer account and help us recommend the right products for your pet.How do I reset my password?
On the Sign In page, click "Forgot your password?" and enter your email — we'll send a reset link straight away. If it doesn't arrive within a few minutes, check your spam folder or contact us.
For pros — and everyone else
Trade and how to reach us
Groomers, vets and pet shops looking to stock Dermagic, plus the fastest ways to get in touch.
Do you supply groomers, vets and pet shops?
Yes — Dermagic Europe runs a wholesale programme for groomers, vet practices, breeders and pet retailers. Visit the Trade page for application details and trade-tier pricing.How do I get in touch?
Email customerservice@dermagic.eu, call +44 7425 388 643, or use the form on our Contact Us page. We aim to reply to every email within one working day.
Still stuck?
We reply to every message within a working day
If your question isn't answered above, get in touch — the person who wrote these answers is the one who'll reply. For deeper reading on a specific condition or how the routine works, browse the guides in Learn More.